Using The Phone In A Chat Session - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions
5 You may decide at any time that you do not want the Spell Checker to check certain types of
words. Click the Options button to bring up a dialog box like that shown in the following
illustration where you can select items for the Spell Checker to ignore.
6 When you are finished checking this message, click Cancel.
Your message is sent and the Spell Checker closes.

Using the Phone in a Chat Session

While connected to a customer in a chat session, you can also speak to the customer, using what is
called Voice Chat. You can use two types of Voice Chat:
Chat & Phone (also known as Callback) – You and your chat customer speak to each other over
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your telephones or headsets. The customer can request this type of call from the Web site or
you can initiate it from the Web Agent.
Chat & VoIP – You speak to your chat customer over your telephone or headset. Your customer
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speaks to you over the Internet, using their computer's microphone and speakers. The customer
can request a Chat & VoIP from the Web site or the customer may ask you for VoIP when you
are chatting. In both cases, you must initiate the VoIP session.
The two types of Voice Chat may seem almost the same to you, because you speak to your chat
customer over your telephone in both types. However, the VoIP call is different for customers
because they speak to you over their computer's microphone and speakers, rather than a telephone.
Customers whose connection to the Internet is over their telephone line may prefer this type of call
because it makes it possible for them to continue browsing the Web site as they speak to you.
136 Avaya Agent User's Guide